Connecting a mobile device to the Vehicle Gateway in the Motive Driver App lets drivers automatically record driving time and vehicle data over Bluetooth, without manual pairing steps in device settings. The updated connection flow improves how nearby vehicles are detected and matched, helping drivers quickly link to the correct Vehicle Gateway and reducing setup errors on both Android and iOS.
Overview
- Streamlined vehicle selection and connection: The Driver App now surfaces nearby vehicles in a dedicated selection flow and handles the Bluetooth in the background, making it easier to identify and connect to the right Vehicle Gateway from inside the app.
- More accurate and reliable pairing: The experience is designed to minimize mis-pairing and connection failures by guiding drivers through permissions, improving how Vehicle Gateways are discovered, and preventing conflicts.
- Version and hardware support: These enhancements are available on Driver App v96+ for both Android and iOS, and require VG3 firmware 103000+ where applicable, ensuring consistent behavior across supported devices and Vehicle Gateways.
| Note: This update is available for the Driver App version v96 or above for both Android and iOS users. For users with VG3, firmware version 103000 or above is required. To pair your mobile device to the Motive Vehicle Gateway (ELD), ensure that the mobile device is Bluetooth-enabled. Make sure you have not enabled the WiFi hotspot while trying to connect to the Vehicle Gateway/ELD. Enabling Bluetooth and the WiFi hotspot together can create issues when connecting. |
Connecting/pairing a mobile device to the Vehicle Gateway in the Motive Driver App
- Log in to the Motive Driver App > swipe up from the bottom.
- Tap Select a vehicle.
- When prompted, tap Allow to grant Bluetooth permissions for connecting to nearby vehicles. This is a one-time step and only appears if the permission hasn’t already been enabled for the Motive Driver App.
- If accessing the vehicle selection flow for the first time, review the setup information > tap Got it to proceed.
| Note: On iOS devices, when the accessory selection screen appears, wait for the accessory to show up in the list before selecting it. |
- From the Nearby Vehicles list, tap the desired vehicle to select it.
- The status under the selected vehicle displays Connecting while the Driver App attempts to establish a connection.
- Once connected, the status updates to Connected, and a confirmation pop-up displays.
Trouleshooting Bluetooth Connection Failure
If the Driver App is unable to connect to the selected vehicle within approximately 30 seconds, a Failed to connect screen appears with the following options:
- Call our support team: Call Motive Support directly from within the app.
- Chat with us: Start a chat with Motive Support without leaving the app.
- Report a bug: Submit a bug report to Motive.
- Reboot Vehicle Gateway: Initiate a remote reboot of the Vehicle Gateway to resolve the connectivity issue.
| Note: The Reboot Vehicle Gateway option is available on Driver App version 103.1 and later. It appears only when the connection failure is technical in nature. It is not available if the vehicle is already connected to another driver, the driver is already connected to a vehicle, or the vehicle is in motion. |
Rebooting the Vehicle Gateway
If the standard options do not resolve the issue, rebooting the Vehicle Gateway is the recommended next step before contacting support.
- Tap Reboot Vehicle Gateway from the Failed to connect screen.
- A prompt appears stating that the Vehicle Gateway will reboot after the engine is turned off. Turn off the vehicle engine. Tap Okay once done.
- The app displays a Rebooting… screen. You will receive a notification once the reboot is complete. Tap Okay to confirm.
- Once the reboot is completed successfully, you will receive a notification. Where you see the notification depends on whether you are inside or outside the app at the time:
- Inside the app: A notification appears under Driver App > Notifications tab and remains active for 24 hours.
- Outside the app: A device-level push notification appears on the lock screen or in the notification shade.
5. Tap Connect from the notification to reconnect to the vehicle.
If the reboot fails, you will receive a notification in the same locations as mentioned in step 4.
When you click the notification, it shows the options to Call Support or Chat with Support to contact Motive Support directly.
Note:
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Trouleshooting Vehicle Selection Failure
If your vehicle does not appear in the Nearby Vehicles list, tap I don't see my vehicle at the bottom of the Select vehicle screen, then tap Troubleshoot to start the guided flow.
Search for your vehicle
A dedicated search screen appears. Use the search bar to look up your vehicle by name or ID. The search checks all vehicles in your fleet.
If your vehicle is not found
If the search returns no results, tap Contact Fleet Manager. This opens the Messages section in the Driver App where you can reach the right person to have the vehicle profile corrected.
Select your vehicle from the search results. The app will then check whether a Vehicle Gateway is assigned to it.
If the Vehicle Gateway is not assigned
If the app shows Vehicle Gateway is not assigned, tap Message Fleet Manager to have the Vehicle Gateway assignment corrected before attempting to connect again.
If you see a message about vehicle status or a device configuration issue
These messages indicate a setup issue that requires your fleet manager or Motive Support to resolve. Refer to the FAQs below for guidance on each message type.
FAQs
What PIN should I use when my phone asks for a Bluetooth code to connect to the Vehicle Gateway?
You should not pair the Vehicle Gateway from your phone’s Bluetooth settings. Instead, start the connection from within the Motive Driver App, which handles Bluetooth pairing automatically and does not require a manual PIN. If you see a PIN prompt in iOS/Android Bluetooth settings, cancel it, forget any existing Motive devices there, and follow the pairing steps in this article from the Driver App.
What is the Vehicle Gateway reboot feature in the Driver App?
When a driver's connection attempt to a vehicle fails, the Driver App displays a Failed to connect screen with an option to remotely reboot the Vehicle Gateway. The driver receives a notification once the reboot is complete or if it fails.
Why did Motive add this feature?
Bluetooth and Vehicle Gateway connectivity issues are a common reason drivers contact support, and many of these cases are resolved simply by rebooting the Vehicle Gateway. This feature allows drivers to resolve those cases on their own without waiting for support, reducing time lost at trip start or after stops.
Which drivers will see the Reboot Vehicle Gateway option?
Drivers who select a vehicle with a Vehicle Gateway assigned and whose connection attempt fails after approximately 30 seconds for a technical reason. The option does not appear when a vehicle is already connected to another driver, the driver is already connected to a vehicle, or the vehicle is in motion.
Is it safe to reboot the Vehicle Gateway?
Yes. The reboot applies only to the Vehicle Gateway, not the vehicle itself. Drivers are required to turn off the engine before the reboot begins, and the gateway will only execute once safe conditions are confirmed. Driver logs and compliance data are not affected, provided the driver reconnects to the vehicle before driving.
How often can a Vehicle Gateway be rebooted?
There is a 30-minute cooldown period between reboots for each Vehicle Gateway. If a reboot was performed recently, the driver will see a message to wait before trying again.
What happens if the driver's phone does not have an internet connection?
The reboot requires an active cellular or Wi-Fi connection on the driver's phone. If the phone is offline, the app displays a No internet connection message with a shortcut to the phone's settings. Drivers in areas without coverage should follow their fleet's existing procedures until connectivity is restored.
Does this resolve all Bluetooth and connectivity issues?
No, and it does not replace Motive Support. This feature addresses cases where a properly assigned Vehicle Gateway is reachable but unresponsive. It does not resolve missing vehicle assignments, vehicles in motion connected to another driver, or physical hardware issues. If the reboot does not resolve the issue, drivers can call or chat with Motive Support directly from within the app.
What do I need to do when I choose to reboot?
Turn off the vehicle engine when prompted, then tap Okay to start the reboot. The app will show a "Rebooting..." screen. Wait for the notification confirming the reboot is complete, then tap Connect to reconnect to the vehicle.
What happens if the reboot fails?
You will receive a notification indicating the reboot failed. The notification includes options to call or chat with Motive Support so they can help resolve the issue.
I cannot find my vehicle in the list. What should I do?
Tap I don't see my vehicle at the bottom of the Select vehicle screen, then tap Troubleshoot. Before continuing, make sure you are inside the vehicle, the ignition is on, the Vehicle Gateway cables are firmly connected, and the Vehicle Gateway lights are on.
I searched for my vehicle but it says No vehicle found. What should I do?
Tap Contact Fleet Manager to open the Messages section in the Driver App. Let your fleet manager know which vehicle you are trying to connect to so they can verify the vehicle profile in Motive.
What happens after I select my vehicle from the search results?
The app checks whether a Vehicle Gateway is assigned to the selected vehicle. If a Vehicle Gateway is assigned, the app proceeds to attempt a Bluetooth connection. If no Vehicle Gateway is assigned, you will see a Vehicle Gateway is not assigned message.
The app says Vehicle Gateway is not assigned. What should I do?
Tap Message Fleet Manager to let them know. Your fleet manager will need to assign the correct Vehicle Gateway to the vehicle in the Motive Dashboard before you can connect.
I see a message about vehicle status, ELD mode, or a device configuration issue. What does it mean?
These messages indicate a setup issue that the driver cannot resolve independently. Below is what each message means and who to contact.
- Vehicle profile is not active: The vehicle profile is deactivated. Contact your fleet manager to select a different vehicle or reactivate the vehicle profile.
- Device or configuration problem: There is a device setup issue. Contact your fleet manager or Motive Support to have it corrected.
- VG's ELD mode doesn't match my ELD mode: The vehicle and driver ELD settings do not match. Ask your fleet manager to align the vehicle's ELD mode with your driver profile and try again.
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